The player from Italy's account was blocked immediately after winning 1200 euros using a bonus, despite having initially been able to use it. After contacting support, he learned it was an administrative decision with no recourse, leading him to question the fairness of the situation, especially as the bonus was set to expire. The Complaints Team investigated and determined that the player's gameplay had violated the casino's terms, specifically regarding the use of bonus funds, which led to the account closure and confiscation of winnings. The casino confirmed that the player's initial deposit had been fully wagered before placing the winning bet, leaving no balance to refund. Consequently, the request for a deposit refund was rejected as well, and the case was closed as rejected.
NineCasino - Player’s account has been closed after winning.
Amount: €1,200
NineCasino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Hello, I was disabled just when I went to use the bonus from the given site.
Coincidentally, I even won...
I spoke to chat support to understand how to use the bonus they had given me and in a few words I had to lose the balance, I played and unfortunately I lost...
Then I went to use the bonus, I won 1200 euros and lo and behold my account gets disabled. Why?
I contacted ninecasino support by email and they told me it was an administrative decision and that I couldn't do anything about it, also writing: "we trust in your understanding" ... but here I have no understanding. As long as I lost everything was fine, I receive a bonus to try to recover the money lost ... I win 1200 euros in bonus and strangely I am disabled? Now I want explanations! The problem is that the bonus expires sooner or later because it must be replayed and I, being disabled, cannot play it!
It seems like a big scam to me and I would like to understand the reasons!!
Dear isakfernelli,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you have been a player at the casino and when exactly your account was blocked?
- Do I understand correctly that the casino blocked your account before you were able to complete wagering of the bonus?
- Did the casino return your last deposit?
- Could you please share the email you received with the justification for the block?
- Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Good morning Tomas, you understood very well. A few days ago I was on YouTube watching some videos and I came across an ad with the welcome bonus of ninecasino, it seemed very good and attracted by it after a few hours I decided to register.
Everything was perfect, except that in the end I lost both the deposit and the welcome bonus, but it happens, we're betting, right?
Then a few days later I decided to try again with their bonus on the second deposit... I didn't really understand how it worked and I wrote to the chat, the operators told me that in a few words to get the bonus I would have to lose the deposit... something not specified or in any case totally misleading but oh well those are their rules so ok.
I bet everything on my favorite games which are baccarat and roulette I think (now I don't remember exactly if both or just one of the two) and unfortunately I lose...so consequently the bonus of 150 euros is activated.
I bet it regularly, on 3 events with all their rules and exactly when I realize that there was one game left to win, I realize that I can no longer log into the account.
So on Sunday morning I decided to contact support because the last event would take place in the evening and I would have the chance to win 1200 euros having bet 150.
Trying to log in I read that my account has been disabled and I contacted support who considered themselves totally unrelated to the decision taken by the administration and in the case of contacting support. From there 3 emails, of which the first 2 are replies (in the exact same way just to send me away) and in the evening I also discover that I have won the bet of my bonus and therefore won the bonus money that I had received a few days before on the 2nd deposit.
Now I don't know how much time I had to replay the bonus and I don't even remember the wagering but I can't even consult it because I was disabled, just when I was about to win... all this is absurd.
They also told me by email that the decision is irreversible, but how do you do it I ask myself? While I was losing everything was fine and now that I win (among other things bonus and not even real money) they disable me or at least they don't allow me to enter the account (as if I had been suspended).
This seems like a theft to me and I hope things get clarified, because the casino didn't even want to talk to me and it's ABSURD.
For the rest I'll answer the questions you asked me:
it is the email used on the casino on which I DIDN'T EVEN RECEIVE AN EMAIL WHERE I WAS NOTIFIED THAT I HAD BEEN DISABLED.
So I hadn't played for a long time, I think 2/3 weeks, but I remember placing bets last week but I don't remember the day, but I noticed my account disabled on Sunday, so between Saturday or Sunday when they saw that I was about to win they disabled me.
The casino didn't give me my deposit or bonus back because I can't even log into my account so I can't even see it but I think they took everything.
I'm sure they blocked me right before they saw I was about to win, because I placed bets with the bonus and everything was ok, but then when I was there to win I realized I can't log into my account anymore!! Absurd.
They replied to me in the last email that they care a lot about their terms and conditions and that the Company adopts a strict anti-fraud policy and uses several anti-fraud tools and techniques"
But I literally deposited, tried to win...unfortunately I lost and from there I received the bonus that I then won on Monday night with the last game and they don't want to let me win the bonus!! This is all absurd!!!
I attach the screenshots of the emails with the support, I do not have other chats with the support because the live support after you close the chat you can no longer resume it.
I trust in your help because in this case they are doing the fraud, not me who also lost my money! Incredible!!!
Thanks for your patience.
Do I understand correctly that there was a triple bet you placed while the bonus in your account was active, and later, when the bonus was no longer active, you received the result of the bet, the result of which was a win?
Please let me know.
Hi Tomas. I bet at the casino and as I said in the previous message I don't remember if baccarat or roulette (which are my favorite games) the fact is that I lost and I received a bonus of € 150 to play on sports. I play it, I play the triple and a few hours before the closing of the last bet, I can no longer log into my account. Obviously I won the bet slip and now I can't log back in to play my bonus and obviously since days have passed since the time I wrote to you the first time surely the winning bonus that went from € 150 bonus received to € 1200 bonus won will have expired by now.
my account randomly gets disabled just when I'm about to win...but while I was losing at the casino before and also the week before and even a few weeks before that I had already played there it didn't get disabled! What a joke...
Thank you very much, isakfernelli, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello isakfernelli,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.
We would like to invite NineCasino to join the conversation.
Dear NineCasino,
Could you kindly clarify the circumstances surrounding the closure of the player's account and the reasons for the potential winnings not being credited? If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at [email protected]
Thank you.
Perfect thanks, we await their response!
Hello!
The account has been closed and winnings confiscated due to breach of our Terms and Conditions.
According to Clause 12.1 "The Company enforces a strict anti-fraud policy, utilising advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage."
Dear Michal,
We have sent you an email containing supporting evidence of the breach. Please review it at your earliest convenience.
Best regards,
NineCasino
is it possible to forward this "proof" to me too because I'm really curious to understand what you're talking about.
Thank you for your email, NineCasino Team. I have responded back with some additional enquiries.
Dear isakfernelli,
Can you please confirm whether any of your family members or friends have an account at NineCasino? If they do, do you happen to play at the same time or at the same location, perhaps during a visit? Do you all enjoy playing the same games?
No, I can certainly say that neither my dad nor my mom gamble. They definitely don't have a ninecasino account because I also discovered this site very recently and I'm the only one who gambles, they don't like it.
I can provide my parents' first and last names if it would be helpful.
Let me know thank you very much
Dear isakfernelli,
How about your friends? Does any of them have an account with NineCasino?
I don't know anyone who gambles, I like to gamble for fun every now and then but none of my friends like it so I'm 99.9% sure that none of my friends even have a betting account, let alone ninecasino which isn't even adm in Italy.
I discovered Ninecasino completely by chance with an advertisement as I had already said in some previous messages so it is new for me too, but now I find myself in this situation...
Let me know if I need to provide anything else thank you very much.
I await your answers Michal, thank you very much, have a nice day.
-Isaac Guernelli
Dear isakfernelli,
I'm still in discussion with the casino team about your case. I hope to provide some positive updates soon.
Dear NineCasino Team,
I have reached out via email again and shared our thoughts on the matter. I'm looking forward to your response.
Alright Michal, thank you very much.
I also await your answers and thank you for your work.
I'm still in quite a shock because it's absurd to me that just when I'm about to win (and then I also find out I've won) I'm prevented and disabled from accessing my account.
If I may say so, it really seems to have been done on purpose!
Anyway, have a good day and thank you very much again.
I'm waiting.
Dear Michal,
We’ve shared some additional information with you via email.
Whenever you have a moment, we’d greatly appreciate it if you could take a look.
Best regards,
NineCasino
Dear NineCasino Team
Thank you for all your emails with the information and evidence that allowed me to assess the situation in its entirety. I'm looking forward to your response to my last question in regards the player's deposits.
Dear isakfernelli,
After reviewing all the information and evidence I was able to gather from you and from the casino team, your case turned out to be much more complex than it appeared at the beginning.
I have engaged in a quite long discussion with the casino team reviewing various factors. It was established that you engaged in gameplay that falls under the prohibited practices, as was communicated to you by the casino team previously, and this was even flagged by the providers of the Baccarat and roulette games. Consequently, your account was closed, preventing you from continuing to play. Another important thing that has to be mentioned is that when you played with real money, there were no issues detected; complications arose once you began utilizing bonus funds. This indicates an attempt to influence the bonus wagering condition outside of the intended measures, which fall under the rule 3.5. The player is not allowed to perform any fraudulent actions while playing with an active bonus in order to fulfill the requirements to wager the bonus, the casino reserves the right to cancel all player’s winnings.
Furthermore, similar gameplay behavior has been observed in additional accounts from your country opened at a similar or close time to you when they claimed the same bonus, which suggests that this is not merely a coincidence. While I understand your desire to receive more detailed information, due to our and the casino's strict privacy policy, such information cannot be disclosed as it represents a reasonable risk that the information might be misused in the future to circumvent the casino's security measures.
I can assure you that we, as an independent party, have reviewed all the information and evidence carefully, and the casino team acted in accordance with their rules, to which you agreed when creating your casino account.
The appropriate course of action in this instance is to return your deposit. I have asked the casino to facilitate this.
I understand that this response might not be the one you had hoped for, but as I mentioned above, the casino team's actions were in line with their established rules.
Ok…I don’t understand.
So it is not possible to receive the evidence here too? Therefore I do not understand what is fraudulent…???
However, if it is possible to recover at least the deposit, it would be something, thank you very much!
Dear isakfernelli,
I acknowledge your request for more comprehensive information and evidence. However, in accordance with our privacy policy and that of the casino, we are unable to provide such details, as there is a legitimate concern that this information could be misused in the future to bypass the casino's security protocols.
I want to assure you that we, as an independent entity, have thoroughly examined all the information and evidence, and the casino team operated within their established guidelines, which you accepted when you created your casino account.
I'm awaiting confirmation from the casino team on when and how your deposit will be refunded. I understand that this might not feel like a resolution of your complaint; however, because of the reasons I was able to share with you, this is the only viable course of action at hand.
You are certainly free to disagree with this conclusion and might consider submitting a complaint to the casino's licensing authority if you believe you are justified in your stance; however, considering the circumstances, I'm not able to provide any further assistance in this matter.
Dear NineCasino Team,
I'm looking forward to your response in regard to the return of the player's deposit.
Ok thank you very much Michal. I appreciate your work, will you update me in response to this message when and how the deposit will be returned?
I understand your position and as I said I thank you very much for the work done. Now I will understand how and if to go to act against them.
otherwise i wish you a good day, let me know in reply to this message regarding the deposit. Thank you very much
Hello, Michal!
We have sent you a response via email. Kindly review it at your earliest convenience.
Best regards,
NineCasino
Thank you for all the information and evidence provided, NineCasino Casino Team.
Dear isakfernelli,
I regret to inform you that I don't have positive news regarding the refund of your deposit. As I was mainly discussing with the casino team the issues regarding your gameplay with the bonus funds, I somehow forgot that the real money you previously deposited was normally and fairly lost, which you even confirmed. This changes the situation significantly in regard to a possible return of the deposit to you.
As the casino team informed me:
Since the user played the funds from this deposit in their entirety prior to placing a sports bet with the bonus funds, there was no remaining real money balance to be refunded. If there had been any remaining balance from deposits, we could have considered it; however, as all funds were legitimately wagered, a refund is not feasible under these circumstances.
I fully understand that this response, as well, is not what you have anticipated, but I have to concur with the casino team in this instance as well. The potential for a deposit refund can only occur under specific circumstances; unfortunately, this case does not qualify as one of those situations, as you have normally and fairly lost it through your gameplay. The funds present in your balance prior to the account closure consisted solely of bonus funds, which are ineligible for a refund.
With all this being said, and for the reasons mentioned above, there is no room for any other actions, and I will now proceed with closing this case as rejected.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
